PODCAST
Focus on These Metrics to Optimize Customer Service
Mar 15, 2023 | 16m
Not all metrics are made equal. In this podcast, Brett shares a fresh perspective on customer service metrics, and which KPIs leaders should actually be focusing on to optimize performance and ultimately – customer satisfaction. You'll also learn how to effectively communicate the insights from your data to the relevant functions in your organization.
Gain Actionable Insights Into:
- The difference between macro-level and micro-level customer service metrics
- Presenting customer service data to business functions in their language
- Setting KPIs that are actually within the customer service agent's control
Hosted by Pippa Woodhead
Thinkfluencers
Brett Frazer
Principal Customer Engagement and Experience Consultant | Former VP, Customer Service
Arise Virtual Solutions | Sunbasket